Every month we ask anyone making an application through the HRA's approval process to rate their overall experience of the service they received.
We ask for feedback from users of HRA services across the UK, as well as anyone using a Research Ethics Service in the devolved administrations.
We use this feedback to create a user satisfaction score which is the percentage of users rating the service they received a 7 out of 10 or higher.
Our minimum target for user satisfaction is 75%.
Latest user satisfaction scores
Our most recent monthly user satisfaction scores were:
- January 2024 - 81%
- February 2024 - 91%
- March 2024 - 85%
- April 2024 - 83%
- May 2024 - 84%
- June 2024 - 82%
- July 2024 - 80%
- August 2024 - 83%
Annual satisfaction scores
Our average annual satisfaction scores were:
- 2018 - 77%
- 2019 - 70%
- 2020 - 81%
- 2021 - 84%
- 2022 - 83%
- 2023 - 83%
2018 to 2023
Our user satisfaction scores have been steadily increasing since dropping below our target during 2019 where our average satisfaction rate through the year was 70%, with a low of 55% in December 2019.
Since 2019 our scores have increased month-on-month and has only dropped below our 75% target in one month (June 2022 - 73%), reaching a high of 93% in December 2022.
You can see a summary of our average annual customer satisfaction score in the chart below.
Month-by-month satisfaction scores
You can take a look at a month-by-month break down of our satisfaction scores between 2018 and 2023 in a .CSV format below: